Quick Overview
Job Description
At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!
As the Director of Customer Support, you will report directly to the Sr. Director - Customer Support. In this role, you will lead the global service delivery operations for our high-volume multi-channel support environment with dedicated, operational accountability for the Tier 2 (T2) and Tier 3 (T3) Support organizations. You will manage a diverse, global team that may include onshore, nearshore, and offshore resources operating in remote and onsite environments. A critical focus of this role will be building and leading the strategic operational relationship with Engineering and Product teams to ensure seamless technical escalation paths and drive continuous product improvement.
Your core responsibilities will include:
- T2 & T3 Support Oversight: Lead advanced technical support delivery, ensuring teams possess the technical bar and problem-solving methodologies required to resolve complex inquiries efficiently.
- Engineering & Product Partnership: Act as the primary conduit between Customer Support and the Product/Engineering organizations. Synthesize technical support data and high-tier escalation trends to influence product cycles, drive bug remediation, and improve system health.
- Operational Performance Management: Manage overall team performance against strict benchmarks, monitoring key metrics such as customer satisfaction (CSAT/NSAT), first contact resolution (FCR), handling times, and resolution rates.
- Escalation Governance: Serve as the definitive escalation point for sensitive, complex, and highly time-critical customer technical issues, safeguarding customer retention and driving quick wins.
- Resource & Staffing Collaboration: Partner closely with Workforce Management (WFM) and Finance to review advanced-tier volume forecasts, matching technical staffing plans to overarching business objectives and service level agreements (SLAs).
- Leadership & Talent Development: Establish objectives, conduct performance evaluations, and provide targeted coaching to people leaders and frontline teams. Partner with the Learning and Enablement Team to design progression programs that scale advanced technical skills and leadership capabilities.
- Strategic Alignment: Communicate department and company goals down through the T2/T3 tiers to foster purpose and cross-functional alignment. Work cross-functionally with Customer Success, Sales, IT, and HR on corporate initiatives.
Who You Are
You are a highly analytical, technically astute, and collaborative leader who thrives at the intersection of customer care, product engineering, and advanced problem-solving. You are passionate about developing technical talent and translating deep product data into actionable service improvements.
Our ideal candidate possesses:
- Experience: A minimum of 5 years of senior leadership experience in a high-volume, multi-channel customer or technical support center.
- SaaS Domain Expertise: Proven history of operating successfully within a SaaS environment, demonstrating a deep understanding of Small and Medium-Sized Businesses (SMBs) and their unique operating verticals.
- Technical Stakeholder Management: Strong experience building highly collaborative partnerships with technical groups, specifically Engineering, Product, and IT, to manage technical roadmaps and escalation processes.
- Advanced Team Leadership: Proven ability to manage people leaders and high-performing technical support resources across multi-site onshore, nearshore, and offshore environments.
- Analytical & Execution Capability: Strong written, verbal, and analytical skills, with a demonstrated ability to independently problem-solve, take initiative, and maintain focus on continuous quality improvements.
- Vendor Management: Experience collaborating with and managing business process outsourcers (BPOs) or vendor delivery partners to balance cost-effectiveness with high-quality service outcomes.
What Does Success Look Like: Success in this role means establishing a highly efficient, advanced technical support organization that bridges the gap between our customers and our product builders, acting as an engine for customer retention and software quality.
You will be measured on your ability to deliver:
- Technical Resolution Excellence: Maximizing First Contact Resolution (FCR) and Tier 2/3 resolution rates while continuously reducing backlog depth and engineering cycle time for customer-reported issues.
- High-Tier Customer Satisfaction: Achieving outstanding customer satisfaction and health metrics (CSAT/NSAT) for advanced technical support interactions and executive-level escalations.
- Impactful Product Influence: Successfully utilizing technical support data and customer feedback loops to positively affect the product development lifecycle and systematically reduce product friction.
- Operational Efficiency: Meeting or exceeding designated SLAs by aligning advanced technical team capacity with volume fluctuations, managed in sync with corporate cost-per-interaction goals.
- Strong Technical Talent Pipeline: Developing a highly capable, engaged, and retention-focused team of technical support professionals and people leaders with distinct career progression paths.
The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.
Why You’ll Love Us:
- We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
- Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
- You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
- A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.
Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.
Vision6 Pty Limited is an affiliate of Constant Contact, Inc. and a part of the Constant Contact group of brands.
Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact talentacquisition@constantcontact.com.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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Notice to Recruiters and Staffing Agencies:
Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.